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Due to the proliferation of social media, customer experience can prove to be both a blessing as well as a curse. On the one hand, social media can prove to be the greatest source of digital marketing. But on the other, it can also cause social embarrassment and brand erosion when customers go through negative experiences. Nowadays, unsatisfied customers can simply upload a photo or even a video recording on social media, causing thousands maybe millions through a network to get turned off a brand. To avert such disasters, marketers must try to experience the brand first hand and think from customers’ viewpoint. A walk through the store will alert the decision makers on mistakes or gaps in customer engagement.

Source:https://www.forbes.com/sites/blakemorgan/2017/04/27/customer-experience-in-the-age-of-social-media/#2f90df36ffe6

Uploaded Date: 16th May 2017

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